Field Service Representative

The Roche Professional Services group is committed to providing industry-defining support to its customers.  As a Field Service Representative, you will have the opportunity to travel and demonstrate your expertise as a technical repair and/or installation specialist for Roche assigned product lines and provide valued service to your customers in an assigned territory.  In this role, you will provide routine technical support to customers on operational and maintenance aspects of system equipment and perform on-site service, repair and/or installation of company product(s).  This may include any aspect of field support and is not limited to mechanical / system hardware and software or networking/wireless networking.  You will be the customer contact on routine technical and service related problems and will receive training to enhance your skills in delivering service within the normal scope of the position.  Using established practices, policies, and procedures, you will have the opportunity to use your troubleshooting skills diagnosing mechanical, hardware, software and system failure and determining the most cost effective repair / resolution to minimize customer downtime.  When repairs are not possible, you will have a support network for escalation of the issue.  You will provide analysis, feedback and recommendations on product failure trends and service ability issues, and document all activity in a manner compliant with the company's quality procedures. 

As a Roche Field Service Representative, you will have specialized knowledge of a particular area, system or equipment which requires specific training and certification.  This training and certification will enable you to apply your advanced skills to the position or specialization and give you the knowledge to adapt procedures, processes, tools equipment and techniques to meet the more complex requirements of the position. Duties are generally routine, but may include non-routine tasks.  As the service provider in your territory, you will resolve most questions and problems for your customers and use your higher level support network to refer only the most complex issues than cannot be resolved.  

Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

Territory:  North Dakota and NW Minnesota

Seeking candidates currently residing within 50-miles of Fargo, ND.

You will also have:

• a High School Diploma and 2 years of technical school or equivalent military training or equivalent work experience.  An Associate's degree in Electronics Technology, Electrical Engineering, or related field is preferred.  Additional education in Information Technology or Medical Technology is a plus.


• 2 years of experience repairing or servicing mechanical / system hardware and software, or networking / wireless networking


• basic knowledge of electronics, electro-mechanical systems and information technology


• the ability to develop in-depth technically related trouble shooting skills


• knowledge of basic chemistry


• the ability to work after hours, provide weekend and holiday support on a rotated basis within an assigned territory and/or geographic region and be on call 24/7 during rotation


• good written / verbal communication, organization and prioritization skills


• effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships

We strongly encourage you to attach a copy of your most updated resume should you be interested in this opportunity. 

Additional Information:

• Travel Percentage: 25%